PERFORMANCE OF THE DEPARTMENT FOR BUSINESS, INNOVATION AND SKILLS FOR 2012

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "PERFORMANCE OF THE DEPARTMENT FOR BUSINESS, INNOVATION AND SKILLS FOR 2012"

Transcription

1 From the Ombudsman Dame Julie Mellor DBE Mr Martin Donnelly CMG Permanent Secretary Department for Business, Innovation and Skills Victoria Street London SWH 0ET 4 March 203 Dear Martin, PERFORMANCE OF THE DEPARTMENT FOR BUSINESS, INNOVATION AND SKILLS FOR 202 I am writing to all Permanent Secretaries to provide you with an annual statement about complaints PHSO received about your Department in the calendar year 202. I hope that you find this information useful when reviewing the performance of the Department and its agencies. PHSO will be sending a copy of these letters to the Chair of the relevant Select Committee to help inform Parliament s scrutiny work and we will be putting these letters in the public domain in April Role of Departmental Boards Our role as the last resort for complaints about public services means that we have unique information about the public s experience. Complainants often tell us that their motivation for complaining is to ensure that the same mistakes do not happen again. It is therefore concerning that our research has shown that 64% of those who complain do not expect anything to change as a result. Complaints are a valuable source of free information about the public s experience of the services you provide. The best performing organisations use this feedback to draw insight into areas where that service could be improved. When mistakes are made, which inevitably they will be, it is how they are dealt with that determines whether the public s confidence in those services is restored. We recommend that departments and agencies consider, at Board level, questions regarding numerical trends, the issues complained about and acted upon and the customer experience of complaining.

2 Number of complaints o Are there any trends in the number of complaints you have received this year or in comparison to previous years? o What do you think are the reasons for these trends and what action do you need to take? Learning from complaints o Are there any trends in the subject of complaints you have received? o What do you think are the reasons for these trends? What have you learnt from complaints, customer feedback and feedback from Parliament s Ombudsman? o What have you improved about your services and administration as a result? o What further action do you need to take to address any outstanding issues identified by complaints? Experience of complaining o What are your service standards for complaint handling? What is your performance against those standards? o What are your customers and Parliament s Ombudsman telling you about public experiences of making a complaint? o When did you last audit your complaint handling and what were the findings and recommendations? For example, which parts of the Cross Government Complaints Forum standards do you meet? o What action has been taken or needs to be taken as a result? 2. Key issues from our casework Statistical trends The number of complaints we received about the Department for Business, Innovation and Skills remained relatively stable in 202 with a fall of %. We investigated 8 complaints in 202, including a cluster of 6 relating to the Icelandic Trawlermen compensation scheme 2009, compared to 5 investigations in 20, all of which were upheld. Casework issues learning from complaints and the experience of complaining We worked very closely with the Department on our Trawlermen investigation, which combined complaints about the way the Department measured and calculated the service of Icelandic water trawlermen for the purposes of compensation under the Icelandic Trawlermen compensation scheme We partly upheld these complaints, finding that the trawlermen and their representatives failed to understand what the scheme was actually going to deliver due to the Department failing to clearly articulate the scheme proposals during the initial consultation.

3 Working with PHSO Staff responded quickly, providing swift resolution to our queries, within the timescales we set during our work on the Trawlermen investigations. The Department accepted our findings and recommendations and complied within the agreed timescales. All of our recommendations on our other investigations were also accepted, although in one case we were challenged by the Skills Funding Agency before they eventually agreed. 3. Statistics I have attached in an annex some statistical information about the Department and its agencies for 202. We hope that you find these comments useful. We would be very happy of course to elaborate on the issues we have raised if you found this helpful. Yours sincerely, Dame Julie Mellor, DBE Parliamentary and Health Service Ombudsman

4 Annex: Statistical information about complaints received by the Ombudsman about the Department for Business, Innovation and Skills 202 Complaints received Complaints resolved through intervention Complaints accepted for investigation Investigated complaints reported on Uphold rate % Annex: Statistical information about complaints received by the Ombudsman about the Department for Business, Innovation and Skills 202

5 6 Themes of investigations The investigations we reported on concerned the following issues about complaints handling Communication with complainant unhelpful, ineffective, disrespectful (one investigation report can contain several themes): Poor explanation 6 Focus on process not outcomes Failure to act in accordance with law and relevant guidance Poor Focus information on process about not outcomes the complaints process Inadequate Failure to act apology in accordance with law and relevant guidance Inadequate Communication financial with remedy complainant unhelpful, ineffective, disrespectful Poor explanation Poor information about the complaints process Inadequate apology Inadequate financial remedy Investigation resolutions In 202 we made 2 recommendations for remedy to the Department for Business, Innovation Total: 4and Skills, together with 4 recommendations to the Insolvency Service and 3 to the Skills Funding Agency (9 in total). A breakdown of the remedies by type is set out below. The total value of the financial remedies provided in 202 was, Apology Compensation payment: non financial loss Compensation payment: financial loss Systemic remedy - changes to policy and procedure Apology Compensation payment: non financial loss Compensation payment: financial loss Systemic remedy - changes to policy and procedure Total: 4 2 Annex: Statistical information about complaints received by the Ombudsman about the Department for Business, Innovation and Skills 202

6 Compliance The Department and organisations accountable to it complied with 9 recommendations for remedy during 202. Of these, 8 (95%) were complied with by the target date for compliance agreed between PHSO and the organisation concerned. A breakdown of the performance against target date for each organisation is detailed in the following table: Recommendations Total Agency In target Not in target Total In target % in target Department for Business, Innovation and Skills % Insolvency Service % Skills Funding Agency % Total % Annex: Statistical information about complaints received by the Ombudsman about the Department for Business, Innovation and Skills 202 3

7 If you would like this research summary in a different format, such as Daisy or large print, please contact us. Parliamentary and Health Service Ombudsman Telephone: Textphone: Millbank Tower Millbank London SWP 4QP Follow us on: 4 Annex: Statistical information about complaints received by the Ombudsman about the Department for Business, Innovation and Skills 202

Principles of Good Complaint Handling

Principles of Good Complaint Handling Principles of Good Complaint Handling Principles of Good Complaint Handling Good complaint handling means: 1 Getting it right 2 Being customer focused 3 Being open and accountable 4 Acting fairly and proportionately

More information

The Parliamentary Ombudsman s review of government complaint handling 2013

The Parliamentary Ombudsman s review of government complaint handling 2013 The Parliamentary Ombudsman s review of government complaint handling 203 Contents Foreword 2 Enquiries, complaints and investigations, by department 5 Annexes 7 Cabinet Office 9 Department for Business,

More information

Principles of Good Administration

Principles of Good Administration Principles of Good Administration Principles of Good Administration Good administration by public bodies means: 1 Getting it right 2 Being customer focused 3 Being open and accountable 4 Acting fairly

More information

NHS Complaints and raising concerns

NHS Complaints and raising concerns NHS Complaints and raising concerns This document is a guide to help you raise concerns yourself Raising concerns and or making a complaint can be quite daunting and can often be quite a negative experience.

More information

Helping more people by investigating more complaints about the NHS. September 2013

Helping more people by investigating more complaints about the NHS. September 2013 Helping more people by investigating more complaints about the NHS September 2013 Helping more people by investigating more NHS complaints In 2012-13 We resolved 15,944 enquiries about the NHS 12,175 3,770

More information

Making a complaint about government departments and services to the Parliamentary Ombudsman

Making a complaint about government departments and services to the Parliamentary Ombudsman Making a complaint about government departments and services to the Parliamentary Ombudsman Section 1 Can we look at your complaint? Have you complained to the organisation? Yes No Have you received a

More information

Principles for Remedy

Principles for Remedy Principles for Remedy Principles for Remedy Good practice with regard to remedies means: 1 Getting it right 2 Being customer focused 3 Being open and accountable 4 Acting fairly and proportionately 5 Putting

More information

Making a complaint about the NHS in England

Making a complaint about the NHS in England Making a complaint about the NHS in England The Health Service Ombudsman can carry out independent investigations into complaints made about poor treatment or service provided through the NHS. We are the

More information

Complaints. How to raise your concerns

Complaints. How to raise your concerns Complaints How to raise your concerns Raising your Concerns RNOH NHS Trust staff will do whatever they can to make sure you get quick, proper and fair treatment. However, sometimes things can go wrong

More information

Getting it Right: Lessons from the Ombudsman Service

Getting it Right: Lessons from the Ombudsman Service Getting it Right: Lessons from the Ombudsman Service Craig Turton, Interim Senior Health Policy Manager Complaints handling, investigating, resolving and learning conference 1 st October 2013 The Parliamentary

More information

Information guide. How to make a complaint

Information guide. How to make a complaint Information guide How to make a complaint How you can comment, compliment or complain about your treatment or service We are committed to providing you with the best service possible. We are always looking

More information

Complaints, concerns and feedback. Our Process

Complaints, concerns and feedback. Our Process Complaints, concerns and feedback Our Process About us Devon Doctors Group comprises of Devon Doctors Ltd and other subsidiaries including Access Dental, Access Health Care and Cornwall Health. We exist

More information

Guide to making a complaint about an NHS service

Guide to making a complaint about an NHS service Guide to making a complaint about an NHS service February 2014 Healthwatch Coventry www.healthwatchcoventry.org.uk Contents 1. About this guide page 3 2. The NHS complaints procedure page 3 3. About the

More information

THE HADLEIGH PRACTICE Complimentary Information Pack

THE HADLEIGH PRACTICE Complimentary Information Pack PATIENT INFORMATION LEAFLET How to make Comments, Suggestions and Complaints This leaflet explains how you can make comments, suggestions and complaints about the services provided by The Hadleigh Practice.

More information

FOR HANDLING ORGANISATIONAL COMPLAINTS AGAINST THE PRACTICE OR INDIVIDUAL MEMBERS OF STAFF

FOR HANDLING ORGANISATIONAL COMPLAINTS AGAINST THE PRACTICE OR INDIVIDUAL MEMBERS OF STAFF 1. PURPOSE This procedure is to ensure the proper handling of any complaint about the organisation, care which a patient has received from Lintonville Medical Group or an individual member of staff. The

More information

How did we do? Promoting hope and wellbeing together. How to raise a concern, make a complaint or give a positive comment about one of our services.

How did we do? Promoting hope and wellbeing together. How to raise a concern, make a complaint or give a positive comment about one of our services. West London Mental Health NHS Trust How did we do? How to raise a concern, make a complaint or give a positive comment about one of our services. Promoting hope and wellbeing together What do you think

More information

The NHS hospital complaints system

The NHS hospital complaints system Published April 2013 The NHS hospital s system A case for urgent treatment? We are the Parliamentary and Health Service Ombudsman What people say to us about the public services s system We help resolve

More information

Felton Surgery. Complaints Policy and Procedure

Felton Surgery. Complaints Policy and Procedure Felton Surgery Complaints Policy and Procedure Policy Statement Felton Surgery is committed to providing a high quality, patient-focused service. Complaints and comments from patients are taken very seriously,

More information

Customer Satisfaction Research

Customer Satisfaction Research Customer Satisfaction Research Summary of results June 2012 - October 2012 Contents Terminology 4 Research methodology 4 Who are our customers? 6 Overall satisfaction with our service 8 Parliamentary

More information

St Ann Street Medical Practice. Weekend Telephone Triage Scheme Making a Complaint

St Ann Street Medical Practice. Weekend Telephone Triage Scheme Making a Complaint St Ann Street Medical Practice Weekend Telephone Triage Scheme Making a Complaint Who can complain? Anyone who is receiving, or has received, NHS treatment or services can complain, as can anyone affected

More information

Comments, compliments and complaints

Comments, compliments and complaints Comments, compliments and complaints 02 Our commitment to engaging with the community We want to make sure we are open, honest and transparent commissioners of care. It is our intention to be truthful

More information

How to compliment, comment or complain about our services

How to compliment, comment or complain about our services How to compliment, comment or complain about our services We welcome your compliments, comments and complaints NHS St Helens Clinical Commissioning Group (CCG) welcomes any comments you may have on the

More information

High Oak Surgery Complaints Policy Document Description Lead Author(s) Change History Document complies with the Equality Act 2010

High Oak Surgery Complaints Policy Document Description Lead Author(s) Change History Document complies with the Equality Act 2010 High Oak Surgery Complaints Policy Document Description Document Type CQC Standard 7 Service Application Version 2 Ratification Date Target Group All staff Last Reviewed October 2012 Next Review Date October

More information

COMMENTS, CONCERNS OR COMPLAINTS

COMMENTS, CONCERNS OR COMPLAINTS University Hospitals of Morecambe Bay NHS Foundation Trust COMMENTS, CONCERNS OR COMPLAINTS What to do if you want to raise a comment, concern or complaint Patient Relations Department Patient Information

More information

HOW TO MAKE A COMPLAINT

HOW TO MAKE A COMPLAINT HOW TO MAKE A COMPLAINT Issue Date: November 2014 Review Date: January 2016 Authors: Patient Relations Department, North Cumbria University Hospitals NHS Trust SFT-NCA8299: 10/14 REV 1 If it matters to

More information

Compliments, comments concerns and complaints

Compliments, comments concerns and complaints Compliments, comments concerns and complaints Introduction At Gateshead Health NHS Foundation Trust we work hard to deliver a first-class comprehensive health care service. We value the opinions of patients

More information

Compliments, Concerns and Complaints

Compliments, Concerns and Complaints Compliments, Concerns and Complaints When you don't know where to turn for advice Compliments The Trust would like to receive your input about our services including positive comments relating to the services

More information

Concerns, Complaints and Compliments

Concerns, Complaints and Compliments Concerns, Complaints and Compliments Exceptional healthcare, personally delivered Welcome to North Bristol NHS Trust North Bristol NHS Trust is the largest hospital trust in the South West of England,

More information

Greater Manchester NHS Clinical Assessment & Treatment Service (GM CATS) Comments, compliments and complaints. Patient guide

Greater Manchester NHS Clinical Assessment & Treatment Service (GM CATS) Comments, compliments and complaints. Patient guide Greater Manchester NHS Clinical Assessment & Treatment Service (GM CATS) Comments, compliments and complaints Patient guide Patient satisfaction comments & compliments We hope you re delighted with the

More information

Patient Experience Team (PET)

Patient Experience Team (PET) Patient Experience Team (PET) We are here to help with: Comments Concerns Compliments Complaints Information for patients This leaflet can be made available in other formats including large print, CD and

More information

Raising Concerns or Complaints about NHS services

Raising Concerns or Complaints about NHS services Raising Concerns or Complaints about NHS services Contents Page 4 Introduction How to use this pack How can NHS Complaints Advocacy Help? Page 5 Raising concerns and complaints First Steps Step 1 - What

More information

PROTECT. The Chair welcomed Mick Martin, new Executive Director Operations, to his first Board meeting in post.

PROTECT. The Chair welcomed Mick Martin, new Executive Director Operations, to his first Board meeting in post. MINUTES OF THE PHSO BOARD MEETING TUESDAY, 21 JANUARY 2014 15 th floor, Millbank Tower 9.30am 4.40pm EXECUTIVE CHAIR: Dame Julie Mellor DBE, the Ombudsman EXECUTIVE MEMBERS: Helen Hughes, Chief Operating

More information

CUCKFIELD MEDICAL PRACTICE & THE VALE SURGERY COMPLAINTS POLICY & PROCEDURE

CUCKFIELD MEDICAL PRACTICE & THE VALE SURGERY COMPLAINTS POLICY & PROCEDURE CUCKFIELD MEDICAL PRACTICE & THE VALE SURGERY COMPLAINTS POLICY & PROCEDURE Cuckfield Medical Practice and The Vale Surgery 1 CONTENTS Contents Page Introduction 1.0 NHS Complaints Regulations 3 2.0 Who

More information

Comments, compliments and complaints

Comments, compliments and complaints Greater Manchester NHS Clinical Assessment & Treatment Service (GM CATS) Comments, compliments and complaints Patient guide Patient satisfaction comments & compliments We hope you re delighted with the

More information

Complaints procedure

Complaints procedure Complaints procedure This leaflet explains what to do if you have a complaint about any aspect of our service. We treat all complaints seriously and aim to resolve them as quickly and fully as we can.

More information

NHS LA COMPLAINTS POLICY

NHS LA COMPLAINTS POLICY NHS LA COMPLAINTS POLICY Applies to: NHS LA employees, contractors and Non Executive Directors Date of Board Approval: May 2014 Review Date: May 2017 1 May 2014 1. Introduction The NHSLA is committed to

More information

NHS Complaints Advocacy

NHS Complaints Advocacy NHS Complaints Advocacy Raising Concerns or Complaints About the NHS Advocacy in Surrey is provided by Surrey Disabled People s Partnership (SDPP) In partnership with SDPP is a registered Charity: 1156963

More information

A step by step guide to making a complaint about the NHS

A step by step guide to making a complaint about the NHS A step by step guide to making a complaint about the NHS Please read this first Are you worried or unhappy about your current healthcare or treatment of that of a loved one? If you are then it may be more

More information

Patient Advice & Liaison Service (PALS) and Complaints Team

Patient Advice & Liaison Service (PALS) and Complaints Team Patient Advice & Liaison Service (PALS) and Complaints Team Worthing and Southlands Hospitals Western Sussex Hospitals NHS Trust which combines St Richard s Hospital in Chichester and Worthing and Southlands

More information

Experiences count. We are here to listen. www.lpft.nhs.uk

Experiences count. We are here to listen. www.lpft.nhs.uk Experiences count We are here to listen www.lpft.nhs.uk Experiences count Lincolnshire Partnership NHS Foundation Trust (LPFT) provides specialist health services for people with a learning disability,

More information

EASTVILLE MEDICAL PRACTICE Complaints Procedure

EASTVILLE MEDICAL PRACTICE Complaints Procedure EASTVILLE MEDICAL PRACTICE Complaints Procedure PATIENT INFORMATION LEAFLET COMPLAINTS PROCEDURE As a Practice we try to provide the best service possible for our patients. We recognise, however, that

More information

How do I complain about the service I get from the Child Support Agency? Information and guidance

How do I complain about the service I get from the Child Support Agency? Information and guidance How do I complain about the service I get from the Child Support Agency? Information and guidance What is this leaflet about? This leaflet explains how you can make a complaint about the service you have

More information

Raising Concerns or Complaints about NHS services

Raising Concerns or Complaints about NHS services Raising Concerns or Complaints about NHS services Raising concerns and complaints A step by step guide Raising concerns and complaints Questions to ask yourself: 1. What am I concerned or dissatisfied

More information

A Breach of Confidence

A Breach of Confidence A Breach of Confidence A report by the Parliamentary Ombudsman on an investigation of a complaint about HM Revenue & Customs, the Child Support Agency and the Department for Work and Pensions HC 709 A

More information

Customer services. Help us improve our services with your comments, compliments, concerns and complaints. With all of us in mind

Customer services. Help us improve our services with your comments, compliments, concerns and complaints. With all of us in mind Customer services Help us improve our services with your comments, compliments, concerns and complaints. With all of us in mind A short guide to customer services and how we can provide you with support

More information

Customer ser vices. Help us improve our services with your comments, compliments concerns and complaints. With all of us in mind

Customer ser vices. Help us improve our services with your comments, compliments concerns and complaints. With all of us in mind Customer ser vices Help us improve our services with your comments, compliments concerns and complaints A short guide to the customer services team and how we can provide you with support and information

More information

PALS. Patient Advice and Liaison Service. Royal Manchester Children s Hospital. Saint Mary s Hospital. Manchester Royal Eye Hospital

PALS. Patient Advice and Liaison Service. Royal Manchester Children s Hospital. Saint Mary s Hospital. Manchester Royal Eye Hospital Royal Children s Hospital Saint Mary s Hospital Royal Eye Hospital PALS Patient Advice and Liaison Service Royal Infirmary University Dental Hospital of Central Community Services Trafford General Stretford

More information

We are happy to discuss your concerns and are always ready to listen to your comments and views on the care we provide.

We are happy to discuss your concerns and are always ready to listen to your comments and views on the care we provide. Complaints, concerns and compliments We are sorry you have a complaint. This booklet explains what to do if you have a complaint about your clinical care and treatment, or if you are complaining on behalf

More information

How to make a comment, make a complaint or express your appreciation. Information for patients/relatives/carers

How to make a comment, make a complaint or express your appreciation. Information for patients/relatives/carers How to make a comment, make a complaint or express your appreciation Information for patients/relatives/carers How to tell us about a concern, make a complaint or express your appreciation Here at the

More information

Complaints Procedures. Listening... Acting... Improving

Complaints Procedures. Listening... Acting... Improving x147926_nfh164_p2_vw_x147926_nfh164_p2_vw 17/04/2015 15:32 Page 1 Complaints Procedures Listening... Acting... Improving x147926_nfh164_p2_vw_x147926_nfh164_p2_vw 17/04/2015 15:32 Page 2 x147926_nfh164_p2_vw_x147926_nfh164_p2_vw

More information

How to complain about a health service or social care service. This is an EasyRead version of How to complain about a health or social care service

How to complain about a health service or social care service. This is an EasyRead version of How to complain about a health or social care service How to complain about a health service or social care service This is an EasyRead version of How to complain about a health or social care service About this booklet Sometimes things go wrong with our

More information

About the Department for Work and Pensions. Our service standards

About the Department for Work and Pensions. Our service standards About the Department for Work and Pensions Our service standards 2 About the Department for Work and Pensions Contents 3 Introduction 3 Disability and Carers Service 4 Jobcentre Plus 4 The Pension Service

More information

OLD HALL SURGERY COMPLAINTS PROCEDURE (FORM 1)

OLD HALL SURGERY COMPLAINTS PROCEDURE (FORM 1) (FORM 1) WE OPERATE A PRACTICE AS PART OF THE N.H.S. SYSTEM FOR DEALING WITH COMPLAINTS. OUR SYSTEM MEETS NATIONAL CRITERIA. OUR AIM IS TO GIVE YOU THE HIGHEST POSSIBLE STANDARD OF SERVICE AND WE TRY TO

More information

Application to the Renaissance Major Grants programme - making a complaint

Application to the Renaissance Major Grants programme - making a complaint Application to the Renaissance Major Grants programme - making a complaint Introduction Arts Council England is committed to delivering a high quality service to applicants for funding. We take complaints

More information

2008 No. 1898 ELECTRICITY GAS. The Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008

2008 No. 1898 ELECTRICITY GAS. The Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008 STATUTORY INSTRUMENTS 2008 No. 1898 ELECTRICITY GAS The Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008 Made - - - - 16th July 2008 Coming into force - - 1st October 2008

More information

How do I give feedback or make a complaint about an NHS service?

How do I give feedback or make a complaint about an NHS service? How do I give feedback or make a complaint about an NHS service? I m not happy about something I d just like to say How do I? Most NHS care and treatment goes well but sometimes things can go wrong. If

More information

Your right to complain. The Health and Social Care Complaints Procedure. RDaSH. Corporate Services

Your right to complain. The Health and Social Care Complaints Procedure. RDaSH. Corporate Services Your right to complain The Health and Social Care Complaints Procedure RDaSH Corporate Services Section One: What do I do if I want to complain? Why is it important to complain? If you are not happy with

More information

Health Care Insurance Ltd Complaints Handling Policy

Health Care Insurance Ltd Complaints Handling Policy Health Care Insurance Ltd Complaints Handling Policy Purpose The purpose of this document is to outline the procedure that Health Care Insurance Ltd (HCI) will adopt in the process of resolving complaints

More information

Creating a sporting habit for life. Sport England Complaints Procedure

Creating a sporting habit for life. Sport England Complaints Procedure Creating a sporting habit for life Sport England Complaints Procedure April 2014 Sport England Complaints Procedure This document sets out how you can complain about something done by: A. Sport England

More information

To start with, who you contact to make a formal complaint will depend on:

To start with, who you contact to make a formal complaint will depend on: The Complaints Process For many, the thought of complaining can be daunting. This guide takes you through the process of making your complaint and where you can obtain further information. To start with,

More information

Complaints and PALS. How to make a complaint. Freephone: 0800 328 7971

Complaints and PALS. How to make a complaint. Freephone: 0800 328 7971 How to make a complaint Freephone: 0800 328 7971 Why make a complaint? Oxford Health NHS Foundation Trust aims to provide the highest possible quality of health care. We try hard to ensure that we meet

More information

received 3,918 complaints (12% more than last year) received 37 complaints about further education (54% more than last year)

received 3,918 complaints (12% more than last year) received 37 complaints about further education (54% more than last year) Mr John Henderson Chief Executive Scotland s Colleges Argyll Court Castle Business Park Stirling FK9 4TY 9 November 2012 Dear Mr Henderson Annual letter 2011-12: complaints to SPSO about further education

More information

Information about how to pay compliments, raise concerns or complain about services at Lancashire Teaching Hospitals NHS Foundation Trust

Information about how to pay compliments, raise concerns or complain about services at Lancashire Teaching Hospitals NHS Foundation Trust Information about how to pay compliments, raise concerns or complain about services at Lancashire Teaching Hospitals NHS Foundation Trust This leaflet provides practical information on how you can provide

More information

What can I complain about? You can complain if you think that:

What can I complain about? You can complain if you think that: Making a complaint Introduction If you want to make a complaint about the Heritage Lottery Fund or the National Heritage Memorial Fund, we have a procedure for you to use which we explain in this leaflet.

More information

NHS England Complaints Policy

NHS England Complaints Policy NHS England Complaints Policy 1 2 NHS England Complaints Policy NHS England Policy and Corporate Procedures Version number: 1.1 First published: September 2014 Prepared by: Kerry Thompson, Senior Customer

More information

COMPLAINTS PROCEDURE ENGLAND BEAUFORT ROAD SURGERY INTRODUCTION

COMPLAINTS PROCEDURE ENGLAND BEAUFORT ROAD SURGERY INTRODUCTION COMPLAINTS PROCEDURE ENGLAND BEAUFORT ROAD SURGERY INTRODUCTION This procedure sets out the Practice s approach to the handling of complaints and is intended as an internal guide who should be made readily

More information

COMPLAINTS AND CONCERNS POLICY

COMPLAINTS AND CONCERNS POLICY COMPLAINTS AND CONCERNS POLICY A GENERAL 1. INTRODUCTION This policy sets out the process for handling complaints, generated by patients, carers and the general public, by the Clinical Commissioning Group

More information

Making a Social Care Complaint

Making a Social Care Complaint Making a Social Care Complaint You have a right to make a complaint about local authority social services. You can do this by using the local authority social services complaints procedure. To use this

More information

Making a complaint. The difference between making a complaint and clinical negligence

Making a complaint. The difference between making a complaint and clinical negligence Macmillan and Cancerbackup have merged. Together we provide free, high quality information for all. Making a complaint This fact sheet is for people who want to make a complaint because they re unhappy

More information

Creative England are committed to being open and accessible and welcomes all comments on its work and the services that it provides.

Creative England are committed to being open and accessible and welcomes all comments on its work and the services that it provides. CUSTOMER SERVICE Creative England are committed to being open and accessible and welcomes all comments on its work and the services that it provides. If you have a concern about the services provided to

More information

3 February 2010 Millbank Tower, Millbank, London SW1P 4QP

3 February 2010 Millbank Tower, Millbank, London SW1P 4QP Report on an investigation into complaint no against Thurrock Council 3 February 2010 Millbank Tower, Millbank, London SW1P 4QP Investigation into complaint no against Thurrock Council Table of Contents

More information

A Guide to Resolving Issues or Making a Complaint

A Guide to Resolving Issues or Making a Complaint A Guide to Resolving Issues or Making a Complaint If you are unhappy with the treatment or service you receive from the NHS you are entitled to make a complaint, have it considered, and receive a response

More information

SABDEN & WHALLEY MEDICAL GROUP

SABDEN & WHALLEY MEDICAL GROUP SABDEN & WHALLEY MEDICAL GROUP COMPLAINTS INFORMATION LEAFLET FOR PATIENTS Dr I D Whyte, Dr K K Wlodarczyk, Dr T M Golding Dr C J Brown, Dr C J Fogg, Dr C Dalton 42 King Street, Whalley, Nr Clitheroe BB7

More information

Raising concerns or complaints about the NHS

Raising concerns or complaints about the NHS Independent Complaints Advocacy Northumberland You can, We can, ICAN Raising concerns or complaints about the NHS A step by step guide to help you raise a concern or complaint about any service provided

More information

Complaints Policy & Procedure 1

Complaints Policy & Procedure 1 Introduction Complaints about the surgery or member of staff are always taken seriously at Eyam Surgery. We always try to provide the best service possible, but there may be times when a patient may feel

More information

Give us your views. Complaint. Compliment. Comment. Concern

Give us your views. Complaint. Compliment. Comment. Concern Mental & Social Healthcare Concern Complaint Compliment Comment Give us your views This leaflet explains what to do if you have a complaint, comment, concern or compliment about your experience of our

More information

The Local Government Ombudsman s Annual Letter Wokingham Borough Council for the year ended 31 March 2007

The Local Government Ombudsman s Annual Letter Wokingham Borough Council for the year ended 31 March 2007 The Local Government Ombudsman s Annual Letter Wokingham Borough Council for the year ended 3 March 7 The Local Government Ombudsman (LGO) investigates complaints by members of the public who consider

More information

The Parliamentary and Health Service Ombudsman

The Parliamentary and Health Service Ombudsman The Parliamentary and Health Service Ombudsman The Parliamentary and Health Service Ombudsman, (PHSO) for NHS Complaints or the Local Government Ombudsman (LGO) for Public Health complaints, are the second

More information

BRITISH LIBRARY COMPLAINTS POLICY

BRITISH LIBRARY COMPLAINTS POLICY BRITISH LIBRARY COMPLAINTS POLICY INTRODUCTION 1. The British Library is committed to providing excellent service, and we invite feedback - to ensure the continuous improvement of the services and facilities

More information

Making a complaint? A guide for service users and carers. Central and North West London NHS Foundation Trust

Making a complaint? A guide for service users and carers. Central and North West London NHS Foundation Trust Making a complaint? A guide for service users and carers Central and North West London NHS Foundation Trust Welcome At Central and North West London NHS Foundation Trust (CNWL) we aim to give you the best

More information

Your rights and how to make a complaint

Your rights and how to make a complaint Your rights and how to make a complaint Most medical care and treatment goes well, but things occasionally go wrong, and you may want to complain. So where do you start? Every NHS organisation has a complaints

More information

What can I complain about?

What can I complain about? Making a complaint Introduction If you want to make a complaint, we have a procedure for you to use. This leaflet explains the procedure. All UK-wide and England lottery distributors use this procedure.

More information

Compliments, Comments, Concerns or Complaints. An information guide

Compliments, Comments, Concerns or Complaints. An information guide TO PROVIDE THE VERY BEST CARE FOR EACH PATIENT ON EVERY OCCASION Compliments, Comments, Concerns or Complaints An information guide Compliments, Comments, Concerns or Complaints Commitment to quality At

More information

If your complaint is concerning a funding application, we can only look at your application again if:

If your complaint is concerning a funding application, we can only look at your application again if: Making a complaint Introduction If you want to make a complaint, we have a procedure for you to use. This document explains the procedure. All the UK-wide and England lottery distributors use this procedure.

More information

ST LAWRENCE ROAD SURGERY. Complaints Procedure General Practice

ST LAWRENCE ROAD SURGERY. Complaints Procedure General Practice ST LAWRENCE ROAD SURGERY Complaints Procedure General Practice Index 1. Introduction 2. Practice Complaints Administrator 3. What Constitutes a Complaint 4. Matters Excluded from the Complaints Process

More information

How to complain about a health or social care service

How to complain about a health or social care service How to complain about a health or social care service February 2014 About this leaflet Although most people have no problems when using health or social care services, sometimes things can go wrong. This

More information

Guide to to good handling of complaints for CCGs. CCGs. May 2013. April 2013 1

Guide to to good handling of complaints for CCGs. CCGs. May 2013. April 2013 1 Guide to to good handling of complaints for CCGs CCGs May 2013 April 2013 1 NHS England INFORMATION READER BOX Directorate Commissioning Development Publications Gateway Reference: 00087 Document Purpose

More information

Complaints Policy. Complaints Policy. Page 1

Complaints Policy. Complaints Policy. Page 1 Complaints Policy Page 1 Complaints Policy Policy ref no: CCG 006/14 Author (inc job Kat Tucker Complaints & FOI Manager title) Date Approved 25 November 2014 Approved by CCG Governing Body Date of next

More information

COMPLAINTS AND CONCERNS POLICY

COMPLAINTS AND CONCERNS POLICY COMPLAINTS AND CONCERNS POLICY A GENERAL 1. INTRODUCTION 1.1 This policy sets out the process that the Clinical Commissioning Groups (CCG) will use for handling complaints, generated by patients, carers

More information

Complaints and Compliments

Complaints and Compliments Complaints and Compliments Patient Advice and Liaison Service (PALS) Comments, Compliments, & Complaints If you require this document in an alternative format, i.e easy read, large text, audio, braille

More information

Complaints Policy and Procedure

Complaints Policy and Procedure Complaints Policy and Procedure REFERENCE NUMBER DraftAug2012V1MH APPROVING COMMITTEE(S) AND DATE THIS DOCUMENT REPLACES REVIEW DUE DATE March 2014 RATIFICATION DATE/DRAFT No NHS West Lancashire Clinical

More information

The Healthwatch Newham guide to local complaints services.

The Healthwatch Newham guide to local complaints services. Xxxxxxxxxxxx Directory The Healthwatch Newham guide to local complaints services. Issue Date: 29 September 2014 Contents Page 2: Page 3: Tips on Complaining Services This guide has been produced by Healthwatch

More information

02 QG Complaints and Compliments Policy

02 QG Complaints and Compliments Policy 02 QG Complaints and Compliments Policy Policy number: Version 3.6 Approved by Name of author/originator Owner (director) 02 QG Date of approval July 2014 Date of last review 03/07/13 Next due for review

More information

Complaint about your pension? Here s how we can help

Complaint about your pension? Here s how we can help Complaint about your pension? Here s how we can help When I retired I should have received my pension straightaway but it took months to organise. I m ill and unable to work. My pension scheme allows for

More information

NHS SOUTH DEVON AND TORBAY CLINICAL COMMISSIONING GROUP COMPLAINTS POLICY

NHS SOUTH DEVON AND TORBAY CLINICAL COMMISSIONING GROUP COMPLAINTS POLICY NHS SOUTH DEVON AND TORBAY CLINICAL COMMISSIONING GROUP COMPLAINTS POLICY Version: 1.4 dated 26 March 2014 DATE VERSION CONTROL 01/08/2013 1.0 First draft Phil Stimpson Based upon initial policy produced

More information

POLICY FOR THE REPORTING AND MANAGEMENT OF PATIENT COMPLAINTS

POLICY FOR THE REPORTING AND MANAGEMENT OF PATIENT COMPLAINTS Item 9 POLICY FOR THE REPORTING AND MANAGEMENT OF PATIENT COMPLAINTS Authorship: Chief Operating Officer Approved date: 20 September 2012 Approved Governing Body Review Date: April 2013 Equality Impact

More information

Overview Mr C, who is a prisoner, complained that the prison health centre was restricting his access to the NHS complaints procedure.

Overview Mr C, who is a prisoner, complained that the prison health centre was restricting his access to the NHS complaints procedure. Scottish Parliament Region: South of Scotland Case 201203514: Ayrshire and Arran NHS Board Summary of Investigation Category Health: Prison Health Care; complaints handling Overview Mr C, who is a prisoner,

More information

Complaints Annual Report

Complaints Annual Report Complaints Annual Report 1 st April 31 st March 2011 Date: May 2011 Prepared by: Martin Emery, Head of Patient Experience Sue Hardy, Director of Nursing 1 1. Introduction This report provides information

More information

Compliments, Enquiries and Concerns

Compliments, Enquiries and Concerns Compliments, Enquiries and Concerns Pleased? Tell us about it Enquiry? Let us help you Unhappy? Let s resolve it together PALS: We are here to help you As a patient, or as a carer for someone who attends

More information

This guide will help you to prepare a complaint letter and provide information regarding where you should send your complaint to.

This guide will help you to prepare a complaint letter and provide information regarding where you should send your complaint to. Guide to Making a Complaint About Medical Treatment If you are dissatisfied with the medical treatment that you or a family member have received then you are entitled to make a complaint. Complaint guide

More information